Supervisor, Technical Product Support

Join us at Entrust At Entrust, we’re shaping the future of identity‑centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely. Get to Know Us Headquartered in Minnesota, Entrust is an industry leader in identity‑centric security solutions, serving over 150 countries with cutting‑edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future. We’re looking for a Supervisor, Technical Product Support (Mexico City on‑site) Position Overview The Supervisor, Technical Product Support at Entrust is involved and assists in ensuring that Payment and Identity (P&I) Customers receive support and assistance offered by the Technical Product Support teams. Utilizing their understanding of the products and services the Supervisor is responsible for assessing complex issues and aligning appropriate resources to provide solutions. The Supervisor ensures that Key Performance Indicators (KPIs) are met and regularly interfaces with senior leadership to ensure delivery. This individual is responsible for maintaining a positive customer experience by managing a team of regional support technicians that provide phone technical services to our customers. As needed, the Supervisor will act as a representative of the Support organization and work in collaboration with product owners and other departments to ensure that the customer experience is maintained as the business grows and changes. Responsibilities Leadership & People Management Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities, etc. Assist with monitoring team performance against department standards and ensures that these standards are consistently met or exceeded. Assisting in disciplinary decisions and action. Acts as escalation point for issues and provide leadership and guidance to team. Provide necessary work direction and manage projects effectively through planning, organization and project management. Review and approve expense reports and timecards. Cross Functional Collaboration Assign daily escalations to ensure customer commitments are met. Communicate effectively with external and internal customers/partner and provide information in a timely and accurate manner. Maintain high availability of contact to ensure timely and accurate response to all inquiries. Maintain contacts and relationships with internal and external teams, individuals and representatives involved in the ongoing day‑to‑day business. Process improvement and Training Execute policies and practices for ongoing support which maintain customer data security. Train, mentor and support associates for cross functional and transferable skills. Recommend solution enhancements to improve customer experience and efficiency. Ensure that the processes of the Support organization aligns with the capabilities of the platforms. Personal and Technical Development Participate in company sponsored personal development and quality initiatives Attending broader level technical training to stay current with new technology at Entrust Qualifications Basic Qualifications Bachelor’s degree or equivalent education and experience Minimum 4 years of experience working in a support capacity Basic Microsoft Office Skills Must be able to lawfully work within Mexico Fluent in English and Spanish Ability to travel up to 25% of the time, including international Preferred Qualifications Experience in leadership or lead role Knowledge of Entrust Oracle applications Robust knowledge of Entrust products Strong presentation skills Strong negotiation and verbal communication skills Basic financial analysis and ability to interpret financial reporting Six Sigma, operations and process training is a plus Why Should You Apply? Leader in the security industry Friendly, supportive & knowledgeable teams Opportunities for on‑the‑job training You’ll help secure identities For more information, visit Follow us on LinkedIn, Facebook, Instagram and YouTube. Estamos buscando una persona como Supervisor/Supervisora, Soporte Técnico de Producto (Trabajo presencial desde la oficina en ciudad de Mexico) Modalidad presencial - Lunes a Viernes Resumen del puesto El Supervisor de Soporte Técnico de Producto en Entrust participa y ayuda a garantizar que los Clientes de Pago e Identidad (P&I) reciban el soporte y la asistencia ofrecidos por los equipos de Soporte Técnico de Producto. Utilizando su conocimiento de los productos y servicios, el Supervisor es responsable de evaluar cuestiones complejas y alinear los recursos adecuados para ofrecer soluciones. El Supervisor se asegura de que se cumplan los Indicadores Clave de Rendimiento (KPIs) e interactúa regularmente con la alta dirección para garantizar la entrega. Esta persona es responsable de mantener una experiencia positiva del cliente gestionando un equipo de técnicos de soporte regionales que ofrecen servicios técnicos telefónicos a nuestros clientes. Cuando sea necesario, el Supervisor actuará como representante de la organización de Soporte y trabajará en colaboración con los responsables de producto y otros departamentos para garantizar que la experiencia del cliente se mantenga a medida que el negocio crece y cambia. Responsabilidades Liderazgo y Gestión de Personas Desempeña responsabilidades generales de gestión de talento como contratación, gestión del rendimiento, evaluaciones de desempeño, actividades de desarrollo individual, etc. Ayuda a monitorear el rendimiento del equipo respecto a los estándares del departamento y asegurarse de que estos estándares se cumplan o superen de forma consistente. Asistencia en decisiones disciplinarias y en la acción. Actúa como punto de escalada para los problemas y proporciona liderazgo y orientación al equipo. Proporcionar la dirección necesaria de trabajo y gestionar los proyectos de forma eficaz mediante la planificación, organización y gestión de proyectos. Revisa y aprueba los informes de gastos y el registro de horas laborales. Colaboración Multifuncional Asigna escalaciones diarias para asegurar que se cumplan los compromisos del cliente. Comunícate eficazmente con clientes/socios externos e internos y proporciona información de manera oportuna y precisa. Mantener una alta disponibilidad de contacto para garantizar una respuesta oportuna y precisa a todas las consultas. Mantener contactos y relaciones con equipos internos y externos, individuos y representantes implicados en las actividades del día a día. Mejora de procesos y entrenamiento Ejecutar políticas y mejores prácticas para un soporte continuo que mantengan la seguridad de los datos de los clientes. Entrenar, orientar y apoyar a los miembros del equipo para obtener habilidades de colaboración multifuncional y transferibles. Recomienda oportunidades de mejora para optimizar la experiencia al cliente y la eficiencia de las soluciones provistas. Asegura que los procesos de la organización de Soporte estén alineados con las capacidades de las plataformas. Desarrollo personal y técnico Participa en iniciativas de desarrollo personal y mejora de la calidad patrocinadas por la empresa Asistir a una formación técnica de mayor nivel para mantenerse al día con las nuevas tecnologías en Entrust Calificaciones Cualificaciones básicas Grado universitario o formación y experiencia equivalentes Mínimo 4 años de experiencia trabajando en un puesto de soporte técnico Habilidades básicas de Microsoft Office Debe poder trabajar legalmente dentro de México Fluidez en inglés y español Disponibilidad para viajar hasta el 25% del tiempo, incluyendo viajes internacionales Cualificaciones Preferidas Experiencia en liderazgo o rol de liderazgo Conocimiento de las aplicaciones Entrust Oracle Conocimiento sólido de los productos Entrust Habilidades sólidas de presentación Sólidas habilidades de negociación y comunicación verbal Análisis financiero básico y capacidad para interpretar informes financieros Six Sigma, la formación en operaciones y procesos es un valor agregado At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team: Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning‑forward initiatives and exciting challenges, your growth is our priority. Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on‑site, we offer flexible options that fit your lifestyle. Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow. We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves. Ready to Make an Impact? If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together. Apply today For more information, visit Follow us on LinkedIn, Facebook, Instagram and YouTube. For US roles, or where applicable: Entrust is an EEO/AA/Disabled/Veterans Employer For Canadian roles, or where applicable: Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities. If you require an accommodation, contact Recruiter: Xochitl Ticas Lara #J-18808-Ljbffr